Overview
Occasionally, CIMcloud’s ERP Driver Sync Tool service may get disrupted and stop syncing data between your ERP system and the CIMcloud platform. This article covers four (4) quick and somewhat straight forward (lightly technical) steps that you can take, when a CIMcloud support specialist requests that you take them, to “Reboot” the ERP Driver Sync Tool services in an attempt to bring the ERP-and-CIMcloud data syncing back online.
Covered In This Article
The article includes the following sections:
- Sync Tool Reboot Steps – Summary
- Video Overview / Demo of the Steps
- How the Reboot Fits Into Overall “Fix” Stages
- Background / Why a “Reboot” is Sometimes Needed
- Sync Tool Reboot Steps – Details
- Common Triggers Requiring A “Reboot”
- Need Additional Help?
Sync Tool Reboot Steps – Summary
- Step #1: Stop the “WSP – ERP Driver” Sync Tool Services
- Step #2: Kick the “WSP” User Out of Your ERP System
- Step #3: Start the “WSP – ERP Driver” Sync Tool Services
- Step #4: Restart “WSP – Updater” Service
Video Overview / Demo of the Steps
This video walks through the four (4) reboot steps detailed below.
How the Reboot Fits Into Overall “Fix” Stages
When ERP data sync issues occur, we typically go through these stages of work to “fix” / resolve the issue. This helps you understand where these “Reboot Steps” fit into the overall process.
- Stage 1 (if applicable): You get notified of a data-related issue and fix it
- Example: Our monitors tell you an order failed to sync into your ERP because the zip code used on the order was not in the ERP system (so the ERP rejected the order). In this example, you would add the zip code to the ERP (or correct it on the order) and “flag” the order to re-sync into your ERP system.
- Stage 2: We investigate the issue and attempt to fix it from the CIMcloud platform
- This may be triggered by our internal monitors or by a ticket you place reporting the issue.
- Fun fact: The vast majority of syncing issues that come up are auto-detected and auto-fixed by our monitoring and self-healing systems before you or your customers know about them.
- We will investigate and attempt to address any data and/or lower level issues causing the problem.
- We can also push a remote restart request to the ERP sync services to attempt to resolve it
- It that does not work, and we think the “Reboot Steps” may work, we will move this to Stage 3
- This may be triggered by our internal monitors or by a ticket you place reporting the issue.
- Stage 3: You will follow the ERP Driver Sync Tool Reboot Steps listed below
- A CIMcloud specialist will ask you (typically through a support ticket) to take the below steps
- You take the steps and report back to CIMcloud (typically via a support ticket)
- If it gets to Stage 3, this will resolve the issue and syncing will be restored 90+% of the time
- Stage 4: CIMcloud will have an ERP sync specialist do advanced trouble-shooting on your server
- We will ask you to provide an “attended session” through GoToAssist
- Our specialist and your IT contact will work to trouble-shoot and resolve the issue.
Background / Why a “Reboot” is Sometimes Needed
CIMcloud has an extensive series of monitors (and a designated team of people) that are watching the sync process (and responding to / resolving issues) to help insure on-time and accurate delivery of data between your ERP system and the CIMcloud platform.
With that said, because syncing involves keeping two complex and fast moving software systems (the CIMcloud platform and your ERP system) talking to each other across totally different server environments, the sync can get disrupted and require some human intervention to resolve the issue.
Resolving the issue typically includes us (you and CIMcloud) walking through the 4 “fix” stages listed above. Once we reach Stage 3, the simplest and most effective corrective action to follow is the “Reboot Steps” detailed below.
The Reboot Steps require “hands-on” access to the ERP server. Because best practice is for you to remove CIMcloud’s remote access to your system (after deployment is completed), a (quasi-technical) person on your staff will need to be able to take the “Reboot Steps” listed below, when requested by CIMcloud’s support team, to restore the ERP data syncing. This is not expected to be daily work, but can be required from time-to-time.
Sync Tool Reboot Steps – Details
Please be sure to follow all four steps in the order listed below.
Step #1: Stop the “WSP – ERP Driver” Sync Tool Services
The following steps walk you through stopping the ERP Driver Sync Tool services.
- Open Services.msc and scroll to the bottom.
- All CIMCloud services should begin with “WSP – ERP Driver”
- Right click each service and select “Stop”
Step #2: Kick the “WSP” User Out of Your ERP System
The following steps walk you through temporarily kicking the “wsp” user out of your ERP system. This step is taken to insure that the user is not “locked” or stuck in a hung state inside your ERP system.
- Note: It is possible that your ERP Sync Tool user is NOT named “wsp”. If that is the case, follow these steps on the ERP user that the sync tool uses.
- Note: If the user is NOT logged into your ERP system, you can skip to Step #3.
- Note: Each ERP system has different steps to take to complete this task. Below is an example of the steps to take in Sage 100.
Example: Steps in Sage 100 ERP
- Go to the Master Console
- Select the “WSP” User and Click “X”
Step #3: Start the “WSP – ERP Driver” Sync Tool Services
The following steps walk you through restarting the ERP Driver Sync Tool service.
- Open Services.msc and scroll to the bottom.
- All CIMCloud services should begin with “WSP – ERP Driver”
- Right click each service and select “Restart”
- If you run into the error “Error 1069: The service did not start due to a logon error”. This means the account the service is using had the password changed.
- In order to fix this: Right click the service and select Properties > Log On. Enter the updated password to the account, or set it to run as an account whose password will not change.
- If you run into the error “Error 1069: The service did not start due to a logon error”. This means the account the service is using had the password changed.
#4: Restart “WSP – Updater” Service
The following steps walk you through restarting the “WSP – updater” service. This service handles important communication between the ERP server and the CIMcloud sync service.
- Go to the Task Scheduler
- Find the service labeled “WSP – Updater”
- Toggle the services to “Disabled” then back to “Ready”
- Also, make sure the last run ran successfully in the “Last Run Result”.
Give it a Little Time
Depending on how long the ERP Sync service has been blocked / not running successfully, it may take a little time (minutes or sometimes hours) to catch all the way back up. In almost all cases, data records that need to sync are not missed when the ERP Sync service is blocked / not running…. they are just piling up, waiting in line until the sync successfully comes back online (which should happen after these “reboot” steps are completed).
Common Triggers Requiring A “Reboot”
The following list includes some of the common triggers that cause the ERP Driver Sync Tool service to stop syncing data (and therefore require a “reboot”).
- The ERP server has issues that cause the sync tool to hang or stop running
- The ERP server or system has issues that cause the ERP Sync Tool user login (“wsp”) to get locked in the ERP (which creates a “hung” state that does not allow data to move)
- A configuration change was made and the Task Scheduler service “WSP – Updater” is stopped running / is disabled.
- The IP that we have on record has changed and our firewall is blocking your new IP.
- In this case, please send us a ticket with the IP of your server and we will check to ensure that we have the right IP on record.
- The ERP version is upgraded without coordinating with CIMcloud in advance (we can help make this a smooth transition).
- Note: If this occurred, a standard pro services work package may also be required.
- The ERP server is moved, changed, or rebuilt without coordinating with CIMcloud in advance (we can help make this a smooth transition).
- Note: If this occurred, a standard pro services work package may also be required.
Need Additional Help?
If you need help with taking these Reboot Steps, or if the Reboot Steps do not solve the problem, please update the existing support ticket (that prompted you to take these steps) or put in a new support ticket (if you do not have a ticket open yet for this issue), and we will review it and assist in bringing your sync back online.